In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every time we meet, we should be delivering value. Customer success hinges on clear communication and valuing client time, not just product delivery.You can find the full conversation below:YouTube - https://youtu.be/vul6RsDzH78Spotify - https://open.spotify.com/episode/2KhCUm5JGSL0cFSWfVYwPU?si=a610ea064f064dc7Linkedin:Dona Weber - https://www.linkedin.com/in/donnaweb/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check our Dona's book: Onboarding Matters - https://www.donnaweber.com/bookFollow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/ #customersuccess #onboarding #customerexperience #businesstips

Starting a new role as a Customer Success Manager in a startup can feel exciting and overwhelming. In this episode, Priscilla Fletcher, Customer Success leader, coach, and founder of Latinos in Customer Success, breaks down how to navigate your first 90 days as a new CSM.She also discusses the importance of prioritization, mentorship, and building influence maps to thrive in fast-paced startup environments.Whether you’re transitioning into Customer Success or starting fresh at a new company, this conversation will give you the tools, mindset, and confidence to succeed.Key takeaways:- How to structure your first 30, 60, and 90 days as a new CSM- Why creating your own onboarding plan is essential in startups- How to find mentors, allies, and influential colleagues early on- Practical tips for balancing learning, execution, and impactJoin us for an inspiring and actionable conversation designed to help you start strong in your Customer Success career.

See you at Latinos in Success - https://join.slack.com/t/latinosinsuccess/shared_invite/zt-2dxwfojy8-VwI5lHb19X1Bgo~IrYy3Xg

Latinos in Success LinkedIn - https://www.linkedin.com/company/latinos-in-success/posts/?feedView=all

Check Priscila's Website - https://prifletch.com/

Connect with Us:Priscila Fletcher - https://www.linkedin.com/in/priscilafletcher/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Jan Young, we explore the ideal timing, the right person, and the perfect product for expansion. Don't erode trust by selling too aggressively!In other words, nurture relationships pre-sale but focus on needs post-sale.

You can find the full conversation below:

YouTube - https://youtu.be/63GecVQZ1qE

Spotify - https://open.spotify.com/episode/0WE3pzr5cdWmYfyhboPdzX?si=b50c779f91434f1f

Linkedin:

Jan Young - https://www.linkedin.com/in/jan-young-cx/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Nav Thomas - https://www.linkedin.com/in/navneeththomas/

Needing couching? Check Jan's website - https://www.janyoungcx.com/

Check out CXxchange - https://www.thecxxchange.com/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program.

You’ll learn:

- When and how to send surveys for maximum response and impact

- Why feedback is only valuable if you act on it and how to do that- The importance of segmenting your users and feedback types

- How to collaborate cross-functionally to drive change

- A practical, step-by-step guide to launching or improving your own survey strategy

Whether you're just starting with surveys or want to improve how your org listens to customers, this episode is packed with real-world insights you can implement immediately.

Mentioned: How to Win Customers and Keep Them for Life by Michael LeBoeuf

Connect with Us:

Myriam Hirt - https://www.linkedin.com/in/myriam-hirt/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys?

🔗Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a FREE pair of AirPods Pro!👉 https://www.vitally.io/demo-airpods

In this episode, we’re joined by Vaishali Dilani – CX strategist, award-winning mentor, speaker, and co-author of CX5. With over 9 years of experience designing impactful customer experiences across industries from SaaS and fintech to healthcare and education, Vaishali shares exactly:

- The 3 pillars of a world-class customer experience

- How CX and CS roles complement (and differ from) each other

- What a well-designed customer journey really looks like- How to start a CX project when no one owns it yet

- Ways to align teams internally and use AI for smarter CX

- Tangible steps to elevate proactive customer success

Whether you're a CSM, CX leader, or just getting started in customer-centric roles, this episode is packed with strategic insight and actionable advice.

Connect with Us:

Vaishali Dialani - https://www.linkedin.com/in/vaishalidialani/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode, we dive deep into the psychology of deal-making with neuroscientist and pricing expert Kai-Markus Mueller, co-author of The Invisible Game.What if the key to winning more deals wasn't what you said, but how you framed it?

Join us as we explore how consumer psychology, neuroscience, and choice architecture shape negotiations, whether you're closing a new customer, renewing a contract, or negotiating your salary.Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://www.vitally.io/demo-airpods You’ll learn:- What the Prada sweater strategy teaches us about value perception- The power of anchoring in negotiation (and how to do it right)- How to master the visible vs invisible game in sales- Why silence is one of your strongest negotiation tools- What your customers’ brains (and your own!) are doing during a deal- Quick wins for applying framing, confidence, and timing to influence outcomesWhether you're a Customer Success Manager, a sales professional, or just curious about decision-making psychology, this episode will give you practical insights you can start using today.Learn more about “The Invisible Game” by Kai Markus Mueller & Gabriella Schneider book, a must-read for anyone in Customer Success, Sales, or Pricing Strategy.

https://www.amazon.de/-/en/Invisible-Game-Secrets-Science-Winning/dp/1394152981Connect with Us:Kai-Markus Mueller - https://www.linkedin.com/in/kaimarkusmueller/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER.

With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success.

Andrew and Nav, emphasize the need for organizations to listen to their customers and gather feedback through various channels. A solid VoC program can put a company ahead of its competition and lead to real improvements in products and services.

Key Topics:

- Essential Role of VoC Framework: We kick off with a discussion on why a solid VoC program is not just beneficial but essential for businesses to collect feedback and drive improvements.

- Impact on Customer Satisfaction and Revenue: Andrew emphasizes how a well-executed VoC can lead to heightened customer satisfaction, loyalty, and ultimately, an increase in revenue.

–Creating Customer Stories: Learn how to go beyond mere listening to creating compelling stories from customer feedback, encapsulating their experiences and needs.

- Practical Tips for Effective Communication: Gain insights into the importance of echoing customer sentiments to confirm understanding and establish stronger connections.

Special Insights:

- Continuous Listening: Emphasizing the importance of always being receptive to customer feedback, not just the loudest voices.

- Balancing Features for New and Existing Customers: Striking a crucial balance between attracting new customers and satisfying the existing ones.

- Building Trust with Colleagues: Andrew shares his unique approach to fostering workplace alliances essential for implementing strategies like a VoC framework.

Resources:

- Visit Successcoaching.co for more insights and resources.- Download the CS Connect "⁠Crystal Ball 2024" report: https://bit.ly/3ROH8Fn

- Want to be part of the CS Connect Slack community? https://join.slack.com/t/successconnect/shared_invite/zt-29sy33osy-wLh22i0FTSyzISdrKbh4Yw

You can find us on ⁠LinkedIn: https://www.linkedin.com/company/cs-connect/

Connect with us on LinkedIn:⁠⁠⁠

Andrew Marks - https://www.linkedin.com/in/andrew-successhacker/

⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/⁠

Nav Thomas⁠⁠ - https://www.linkedin.com/in/navneeththomas/

We welcome back Marija Skobe-Pilley, Customer Success leader, founder of Women in Customer Success, and creator of the Revenue CSM course. 🎯

We dive deep into what it really means to think like a business owner as a Customer Success Manager. From understanding your numbers to breaking the myth that CSMs shouldn't sell, Marija shares tactical ways to build confidence, have commercial conversations, and identify upsell opportunities, without sounding “salesy.”

🎁 Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://www.vitally.io/demo-airpods

What you’ll learn:

- Why an entrepreneurial mindset is essential in modern CS

- How to position yourself for promotion by owning revenue conversations

- Ways to start applying a commercial approach, this week!

- The power of discovery questions and customer insights

This episode is packed with insights you can put into action today, especially if you're transitioning into CS or in the early years of your CS journey.

🔗 Enroll in Marija’s course “The Revenue CSM” here: https://www.womenincs.co/the-revenue-csm